The influence of transformational and authentic leadership on the satisfaction of hotel customers in the Canary Islands

2019 ◽  
Vol 20 (3) ◽  
pp. 331-344
Author(s):  
Asier Baquero ◽  
Beatriz Delgado ◽  
Raquel Escortell ◽  
Juan Sapena
Keyword(s):  
Customer Satisfaction ◽  
Canary Islands ◽  
Authentic Leadership ◽  
Hotel Industry ◽  
Intellectual Stimulation ◽  
Leadership Qualities ◽  
Novel Approach ◽  
Authentic Leadership Questionnaire ◽  
Guest Satisfaction ◽  
Service Departments

Leadership provides a strategy to deal with intense competition and high customer expectations in the hotel industry. This paper analyses the ability of managers’ transformational and authentic leadership to predict customer satisfaction. A sample of 18,944 customers and managers of eight hotels in the Canary Islands was used for the analysis. The data were collected using the Multifactor Leadership Questionnaire-6s, the Authentic Leadership Questionnaire and ReviewPro management software. The data were analysed to confirm the ability of transformational and authentic leadership to predict overall customer satisfaction. The results indicate that the transformational subscales of idealised influence and intellectual stimulation and the authentic subscales of relational transparency and balanced processing predict overall customer satisfaction. However, there are discrepancies between the results for self-managed service departments and outsourced service departments. This study provides a novel approach to scientific research, building upon previous studies of the effectiveness of both types of leadership, especially in relation to their impact on guest satisfaction and differences between departments. The evidence provides insight into the leadership qualities that increase customer satisfaction, which is essential in the hotel industry.

A Comparative Study on GSTS Used in Hotels in Pune

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Priya Ranade ◽  
Trupti Chavan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Comparative Study ◽  
Customer Loyalty ◽  
Hotel Industry ◽  
Management Approach ◽  
Guest Satisfaction ◽  
Online Feedback ◽  
Customer Satisfaction And Loyalty

In order to be successful in the market it is not sufficient to attract new customers, hotels/managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the hotel. Hotels use a variety of techniques to track Guest satisfaction levels. This research tracks down which are the best and the most used techniques adopted by the hotels and explains why GSTS and online feedback serves as the best method out of all the various techniques. It categorically explains various timelines followed transparency level and hierarchy at which such GSTS reports are reviewed. This research also evaluates the use, effect, and convenience of the GSTS on hotels in Pune region. The data is clearly represented in form of pie charts and graphs to understand the findings at a glance.

scholarly journals The pre-pandemic role of customer online satisfaction in price determination: evidence from hotel industry

2021 ◽  
Vol 7 (2) ◽  
pp. 50-60
Author(s):  
Irena Palić ◽  
Petra Palić ◽  
Frane Banić
Keyword(s):  
Customer Satisfaction ◽  
Open Economy ◽  
Supply And Demand ◽  
Small Open Economy ◽  
Hotel Industry ◽  
Principal Component ◽  
Online Reviews ◽  
Price Determination ◽  
Guest Satisfaction ◽  
The Relationship

Abstract This study examines the importance of online reviews for price determination in the hotel industry in the pre-pandemic period. The research is conducted for Croatian small open economy with a developed tourism sector. The paper fills the gap in existing literature by using multivariate principal component analysis to group various customer satisfaction categories in the hotel industry and assessing the relationship between customer satisfaction and hotel price. The conducted empirical analysis points to a positive statistically significant relationship of guest satisfaction and hotel prices. Moreover, linear regression modelling is conducted separately for four-star and five-star hotels. The estimated impacts are statistically significant and positive, but the effects are twice as strong in five-star hotels then in four-star hotels. The obtained results indicate that hotel star rating impacts the strength of the relationship between hotel prices and guest satisfaction. Recognizing the link between hotel ratings, online reviews and pricing is essential both for hotel managers and customers. Hence, the paper provides valuable conclusions from the aspect of supply and demand side in the hotel industry.

Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry

2020 ◽  
Vol 77 ◽  
pp. 104006 ◽  
Author(s):  
Jian-Wu Bi ◽  
Yang Liu ◽  
Zhi-Ping Fan ◽  
Jin Zhang
Keyword(s):  
Customer Satisfaction ◽  
Hotel Industry ◽  
Asymmetric Effects

scholarly journals Modelo de Liderança Autêntica: concepção teórica e evidências de validade do Authentic Leadership Questionnaire (ALQ) para o Brasil

Psychologica ◽  
2018 ◽  
Vol 61 (2) ◽  
pp. 7-29
Author(s):  
Clarissa Socal Cervo ◽  
Jean Carlos Natividade ◽  
Lisete Dos Santos Mendes Mónico ◽  
Leonor Pais ◽  
Nuno Rebelo Dos Santos ◽  
...  
Keyword(s):  
Authentic Leadership ◽  
Authentic Leadership Questionnaire

O modelo de Liderança Autêntica destaca-se entre as teorias positivas de liderança. O instrumento mais utilizado para aferir a autenticidade do líder é o Authentic Leadership Questionnaire (ALQ). No Brasil, esta medida encontra-se validada, contudo, é ainda necessário reforçar as suas evidências de validade para este país. O objetivo desta investigação é apresentar evidências adicionais de validade do ALQ para o contexto brasileiro de trabalho. Participaram no estudo profissionais líderes (N = 437) e liderados (N = 1329), de organizações da região sul do país. O ALQ foi aplicado nas versões de auto e heteroavaliação. Análises Fatoriais Confirmatórias indicam a presença dos quatro fatores do modelo de Liderança Autêntica, e há confiabilidade e validade do ALQ para as amostras brasileiras estudadas. A natureza privada das organizações impacta na percepção de autenticidade na liderança, contudo os resultados não confirmam a importância das variáveis sociodemográficas (idade, sexo, escolaridade e renda pessoal) e da dimensão da organização. Discutem-se as limitações do estudo e apresentam-se sugestões para futuras investigações.

Promoting service excellence for tourist destinations

2016 ◽  
Vol 10 (4) ◽  
pp. 440-454
Author(s):  
Marit Gundersen Engeset ◽  
John S. Hull ◽  
Jan Velvin
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Local Community ◽  
Survey Design ◽  
Positive Influence ◽  
Equation Modeling ◽  
Content Type ◽  
Service Excellence ◽  
Ski Resort ◽  
Guest Satisfaction

Purpose This paper aims to understand the relationship between employee satisfaction and customer satisfaction and its impacts on the long-term sustainability of Hemsedal Ski Resort, Norway. Design/methodology/approach This study uses a mixed method approach. Focusing on the case of Hemsedal, Norway, the authors employ survey design to measure employee service attitudes as well as guest satisfaction and loyalty. Correlation analysis and structural equation modeling (SEM) analysis is used to investigate the relationships between the constructs. Findings Results from the four-year programme reveal that the correlation between employee service attitude and customer experience is strongest for behavioural loyalty which was found to have a direct and observable effect for the customer and that working to teach and train employees is important. Further, results showed that guest satisfaction with service not only influenced loyalty to the company that provided the service, but also loyalty to the destination where the company was situated. In explaining the relationships between levels of employee service attitude, customer satisfaction and community sustainability at Hemsedal ski resort, results showed that through partnership and cooperation, training and development have benefitted the individual companies, the destination and local community at large. Practical implications Results suggest that managers of tourism destinations should focus on employee motivation and training to improve their guests’ satisfaction and loyalty, their competitiveness and sustainability for the future. Originality/value The Service Excellence Project at Hemsedal, Norway demonstrates that mountain destinations can have a positive influence on their competitiveness and their sustainability by instituting a programme that works with employees, customers and businesses to promote a climate of service excellence.

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